AccountId: 011433970860
ContactId: 1c4a6b93-e63f-4818-b681-ed69523188d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173580 ms
Total Talk Time (AGENT): 60766 ms
Total Talk Time (CUSTOMER): 54050 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/1c4a6b93-e63f-4818-b681-ed69523188d0_20250115T18:02_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so my name is [PII]. I work with a dental provider. I was wanting to try to get some more information about a patient's benefits.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits, Miss [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, that is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, um, let me see here.
[CUSTOMER][NEUTRAL] It is 02584897.
[AGENT][POSITIVE] Mm thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, his name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you. And how may I assist you with the benefits, Miss [PII]?
[CUSTOMER][NEUTRAL] I wanted to double check a couple codes to see if they're covered.
[AGENT][NEUTRAL] OK, let me check and see which one is this one.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me pull the schedule of um benefits. OK, one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, here it is right and what are those codes?
[CUSTOMER][NEUTRAL] Alright, the first one is D 5140.
[AGENT][NEUTRAL] 5140 is not covered.
[CUSTOMER][NEUTRAL] Not covered, OK, so I'm guessing um 5130 isn't covered as well?
[CUSTOMER][NEUTRAL] It's
[AGENT][NEGATIVE] No, it's not covered.
[CUSTOMER][NEUTRAL] Not covered, OK, uh, what about 7 to 10?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] 70 to 10 is not covered.
[CUSTOMER][NEUTRAL] Not covered. OK. What about 5850?
[AGENT][NEGATIVE] It's not covered.
[CUSTOMER][NEUTRAL] Not covered and what about 5750?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEGATIVE] 5750 is not covered. This policy doesn't have any major service, so and theonics, periodontics, prosthoontic repair, and or surgery are not covered. Major service is not covered. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, well that was all I needed to know today.
[AGENT][POSITIVE] OK, and thank you for calling APL. You have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye